Bass Services, Inc.

Dear [redacted],              Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to...

providing a positive customer experience and we take all feedback very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on [redacted]   The claim that was submitted for the air conditioning system was found to have an internal failure on the compressor which was caused by excessive overheating. This is a result of the lack of proper routine maintenance. Claims are diagnosed by the technicians that are sent but the outcome is based on the information submitted to CHW. However, at this time, CHW is waiting to hear from your technician. CHW has reached out to him numerous times. Please have your technician call CHW at  ###-###-####.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

We do have pictures of the unit that is in question and it does show that the unit is rusted and leaking from that area.  Also, it was stated that this leak happened within a long period of time.  It was advised to us that this leak could not have happened within the time frame of your policy's start date.  Our policy states that all units must come into the policy in proper working order on the start date of the policy.As a goodwill gesture, CHW is willing to offer you assistance on this claim in the amount of $150.00.  If you would like to accept this offer, please contact us and we will provide you with a form to have signed so we can give to our billing department then send you a check.We do hope that this good faith effort helps to resolve this matter and come to a mutual agreement.Respectfully,CHW

Dear [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted].Upon review of your claim, I do see that CHW had approved the repair of the blower motor but when the technician went to install the unit, he found that wheel went bad and needed to be replaced due to the hub being bad. Since this part failed due to another part failing, CHW doesn’t cover the second part that had failed. This is secondary damage because this failure was caused by something else.The motor could not be replaced until the other part had been replaced.  We apologize about the service provider leaving the unit the way that he did. We have tried to contact him on your behalf even though our company is not responsible for the providers as stated in Section F. Limitations of Liability #19. CHW is not responsible for the technicians negligence.We do regret any frustration you experienced with this claim however; CHW is in full compliance with the terms and conditions of our policy.We urge all customers’ to review the policy within the 30 day grace period that is provided before the policy begins.  You have this time to ensure that all units are in proper working order as well as to cancel for a full refund within this time period. Best regards,CHW

Dear [redacted],   Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement.   Section Letter L, Number 4 of the policy states, “If canceled after 30 days, you shall be entitled to a pro rata refund of the paid contract fee for the unexpired term, less a $25 administrative fee and any service costs incurred by us”.  The cancellation will review the amount that you have been refunded and apply any additional funds to the card. Please accept the apologies of CHW for any errors in the refunded amount.   We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy.   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:We have had yearly maintenance by a trane authorized air conditioning company every year and advised choice of that.  So for choice to even add that as a possible cause makes me believe choice may be re using language from prior responses from other people clearly u disagree with the way you do  it provide specifics in advance of what is not covered .  I also submit that your sales team embellish what is covered and advise this policy will avoid the unplanned large repair if choice truly believes in full disclosure you would commit to providing very clear examples of what is not covered rather than hiding behind a general comment about only covering normal wear and tear 
Regards,
[redacted]

[redacted],Please review our policy, as "valves" are not a covered item.  CHW will be happy to provide you with a goodwill gesture however we cannot provide a covered claim for a unit that is not covered.  If you have a second opinion, please provide it to our authorization department. Thank youChoice Home Warranty

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I hope that you guys will reach out to me by the end of today as tomorrow afternoon im planning to file a court case against you guys. Also please reach out to me via my email that you guys have on file and dont bother calling me anymore. And only reach out to me if you guys are going to cancel my policy or else dont bother as im done playing phone tag with you guys. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it does not address the issues expressed in my original complaint. This appears to the canned repose they hide behind to get away with providing fraudulent information when selling the contracts.
Regards,
[redacted]

Dear [redacted] [redacted],Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very...

seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. Upon review of your policy, we do see that you have paid for the one year at $425.00 and CHW has assisted you with one covered claim in the amount of $130.00.We do understand that claims can be frustrating however all of our coverage is listed in the policy which was sent to you before the actual policy began.  Per our policy, Section L Cancellations, you are entitled to a pro-rated refund however as a good faith offer we are offering to provide you with a refund of the paid policy and subtract that amount of paid claims, this will provide you with a refund of $295.00.If you would like to accept this offer, please contact us at ###-###-#### and we will then send you a release agreement.We do regret your frustration however, CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted]
I am rejecting this response because:I was standing right next to the roofer who clearly stated to the CHW rep that there were nails surrounding the shingles which were not adhering correctly therefore causing leakage.  After he was to fix the nails and shingles, and was going to apply a sealant as a precautionary measure.  The leakage was NOT caused by the sealant!
Regards,
[redacted]

[redacted] , Reviewing the policy that you have with CHW, it is provided to you 30 days before the start date and you are able to review the terms and conditions at that time. If you disagree with the terms and conditions, you are then able to cancel for a full refund however if you do continue with the policy, it is understood that you have read the terms.  Our policy is online for anyone to view if you had not received it within the allotted grace period. In reviewing the claims that you have had with us, we do see that you have placed a claim that we did cover for the pool/spa in 2015 and we provided $410.00 for this claim. The second claim that you placed was for a heating system which was not covered. This claim, we are offering to provide you with half of the CAP for the pool/spa as a goodwill gesture.  If you would like to accept this amount, we ask that you contact us at ###-###-#### and we will send you an agreement to sign. Thank you, Choice Home Warranty

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on www.choicehomewarranty.com/useragreement. A review of the claim shows that it was processed according to the policy.  Based on the diagnosis that we received, it stated that the drain pan was leaking due to it being rusted. Per our policy, Section Letter F., Number 1, CHW is not liable for “…malfunction or improper operation due to rust or corrosion of all systems and appliances…”In addition to that, the diagnosis also stated that there was internal failure in the compressor.  This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor.  This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “…for repairs or failures that result from the Contract holder’s failure to perform normal or routine maintenance...”  Our Sr. Claims Specialist advised you about the outcome of the claim and our policy, in which you were not satisfied.  We strive to provide the best customer experience, therefore as a goodwill gesture, we offered you $100.00 towards the repair.  You declined this offer.  If you would like to accept this offer, please contact us directly at ###-###-#### Monday-Friday 9AM to 6PM EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Our policy states that if you have a claim, we will send out a technician to diagnose the issue.  We cannot diagnose your issue over the phone as we are not technicians who are taking the claim and we do not know exactly what the issue is.  In your case, a claim was placed and a tech was dispatched; you were to pay ONLY the service call fee to him.  Once the diagnosis came back to us, we then advise you if the claim is covered or not. If the claim is not covered  you can chose to use that technician to fix your issue or use one of your own. If your claim is covered then you only pay the service call fee.  Looking at this claim for your plumbing, the issue could not have started that day, you may have only noticed it that day but the flapper takes a while to break.  This is what is listed in our policy in Section F. Limitations of Liability #1 The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.We again regret that you are frustrated with this claim and we do see that you have chosen to cancel your policy with us.  CHW is in full compliance with our policy and unfortunately there is nothing more that we can do for you at this time.Respectfully,CHW

The Evaporator Coil and Condenser Coils are leaking. There are multiple leaks in the system. This is caused by a lack of proper routine maintenance. Although it is not a requirement, CHW invites you to send in records of your proper routine maintenance to be reviewed in hopes of a more favorable outcome of your claim. You can submit this information to [redacted] If you have any questions, please call [redacted].   Regards, CHW

Complaint: [redacted]
I am rejecting this response because:$100 is a totally unacceptable amount. the policy was in effect less than 90 days, before they rejected my claim. In other words they did nothing before and nothing after the claim. there should be no pro rating allowed . the amount I paid was $400 and this is the only amount that would be acceptable. 
Regards,
[redacted]

Dear [redacted],Please note that CHW is not an insurance company, it states this in Section A. Coverage.  We do understand your frustration however the claim itself is not a covered. We do see that CHW had provided a goodwill gesture for this claim and we did provide the technician with the funds for the repair at first.As a second option, we would like to provide you with a good faith gesture in the amount of $150.00.If you would like to accept this offer, kindly contact us at ###-###-#### and we will send you an agreement that you would have to sign and send back to us.We do appreciate your being a valued customer of CHW and to show that we are happy to have you as a customer, we are offering to skip one month of service and add a onetime free service call fee to your policy. Thank you,CHW

Dear [redacted],We do apologize that you think we are stating that you lied about the motor.  Per our policy, we do not cover any known or unknown pre-existing issues.  We do not think for a second that you lied about not knowing that the motor was failing however we do know for a fact that the motor could not fail within the time frame that you have had the policy.We do see that we did offer you goodwill that you declined and stated to cancel your policy which in turn we did for you.We do very much regret your fruition and your decision to cancel the policy with us. Respectfully,CHW

Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback very seriously....

 Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at [redacted]Upon review of your policy, we do see that you had placed 2 other claims for the AC that you had cancelled prior to this claim.  Once this claim was placed CHW dispatched a technician and he advised us of the failures.  If you disagree with the failures of the unit, you could always provide a second opinion to us from a licensed technician.  CHW does not hand pick the vendors that come to your home.  We make sure that they have a license in your state and they sign up with us.  CHW is not responsible for any negligence by the technician as it is stated in our policy.CHW does not find any fault with the diagnosis of the technician therefore we would not provide a second one.  We will however accept a second one from you if you would like to provide one.The last notation on your claim states that the unit might be under manufacture warranty, if this is so please note that CHW does not cover units that are under manufacture warranty.In reference to your first claim for your garbage disposal, this was not an approved claim but a goodwill gesture for you because the failure was only 6 days after your policy started. All units must be in proper working order on the start date of the policy.We have emailed and mailed you out a copy of your policy and you can also go online to the web portal to view your own policy as well.CHW does regret your frustration with this claim however we are in compliance with the terms and conditions of our policy.Regards,CHW

June 23, 2015Dear [redacted]Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset.  We are committed to providing a positive customer experience and we take all feedback...

very seriously.  Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase.  It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php .  Upon review of your claim, I do see that our technician did submit photos showing that the unit was rusted and leaking from the areas of that rust.  (Attached). I have also seen the pictures that your technician submitted and they are not of the end plate that is rust/corroded where the leak was.  Also, when calling in a claim to CHW, our service providers go to the home, try to fix the problem.  We do not do the maintenance for you, you as the customer are responsible for this.  We see that a unit is low on Freon, we ask how much of Freon it is low, if it is a lot of Freon, then we will then know that a leak is present and we then have to perform a leak test.  If the unit is not cooling, it could just need to be recharged.  This is not illegal, if it were our certified technicians would not be able to do it.   Your unit was not covered by our policy due to the lack of proper maintenance that you had, if you feel as though you had correct preventive maintenance, please send us the records for review. You have stated that the unit has been replaced; please note that CHW will not cover the cost of a new unit since this was done without prior authorization from CHW.  We will however review the records that you have and see if there is a goodwill that we can offer you.As of now, we have not covered the clam for the following reasons:         F. LIMITATIONS OF LIABILITY1. The following are not included during the contract term; (i) malfunction or improper operation due to rust or corrosion of all systems and appliances, (ii) collapsed ductwork, (iii) known or unknown pre-existing conditions.8. CHW is not liable for repair of conditions caused by chemical or sedimentary build up, rust or corrosion, mildew, mold, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightening, mud, earthquake, soil movement, soil settlement, settling of home, storms, accidents, pest damage, acts of God, or failure due to excessive or inadequate water pressure.12. CHW is not liable for normal or routine maintenance. CHW will not pay for repairs or failures that result from the contract holder’s failure to perform normal or routine maintenance. For example, you are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.CHW is in full compliance with its terms & conditions.  Respectfully,CHW

Dear [redacted]We regret to hear your frustration. Please understand that your automatic payment withdrawal is set for the 23rd of every month.  Your payment history is as follows:2/21/17 - $33.753/23/17 - $33.754/23/17 - $33.745/23/17 - $33.75Please note that you are not entitled...

to a refund, however if you would like to stop the withdrawals and cancel your policy, please contact our customer solutions’ specialist at Monday-Friday 9am to 6pm EST.Regards,CHW